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Multi-Agency

Recreation.gov


Makes it easier for Americans to plan visits to over 3,700 recreation areas and activities across the nation

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Recreation.gov provides a gateway to discover our Nation's hidden treasures and engage in timeless outdoor recreation and cultural activities. With roughly 3,700 facilities and activities and over 103,000 individual reservable sites across the country, Recreation.gov is confident that you'll find what you need to create lasting memories and bring home a story. There are millions of Recreation.Gov users visiting our federal lands and waterways, spending billions and supporting hundreds of thousands of jobs. Many of these jobs are located in rural communities and are associated with numerous outdoor industries and small businesses.

CX Plans and Progress

Service design artifacts to support Customer Experience planning and change management. Each agency generates operational data; including web traffic and customer feedback.

Progress

View CX Feedback Data
Digital Analytics Data
Operational Data
Reporting Notes

CX Feedback Data

During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

Download CX Feedback Data

During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

Digital Analytics Program Data

Since the launch of the CSAT on May 14 (thru June 30), we received 13,606 responses and have seen an overall trend of positive feedback. We have seen the most positive comments coming from customers researching a future trip, purchasing an annual pass, and modifying/cancelling a reservation. The team has also identified measurable goals to improve CSAT of RV and tent campers by identifying options to make maps more effective in making a reservation (such as illustrating locations in relation to other amenities and site features), increase images on facility pages to show various features of the locations, and streamline ability to discover availability of a secondary site after booking an initial site.

Operational Data

  FY19 Q1 FY19 Q2 FY19 Q3 FY19 Q4
Users 2.5 million 4.2 million 7.7 million 7.9 million
Sessions 4.7 million 8.7 million 15.2 million 15.2 million
Pageviews 16.9 million 37 million 56.8 million 52.2 million
Transactions processed 217,500 716,000 841,000 683,517

Reporting Notes

  • CX Feedback Data: HISPs are currently in the process of aligning their customer feedback collections to seven government-wide CX measures. These measures align to specifically worded questions that agencies may make minimal changes to (to ensure relevancy for their context) and be scored on a scale of 1 to 5, with 5 indicating strong agreement with a measure statement. Agencies that use a 10 point scale provide a calculation for converting results to a five point scale. Many are collecting customer feedback under clearances that did not include a provision to share this data publicly. HISPs without the current capacity to collect and share data using the government-wide measures must identify a target date for reporting of these metrics not to exceed FY 2021, Quarter 1.
  • Operational Data: HISPs were provided the opportunity to submit operational data in their quarterly reporting to OMB that provides context regarding their customers' experiences with their service.